MS Engineer L2 - Network

NTT DATA, Inc.; Mumbai; Hybrid; INR 1,200,000 - 1,500,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Networking Managed Services Engineer (L2) to ensure client IT infrastructure remains operational. You will monitor, identify, investigate, and resolve medium-complexity incidents, coordinating with clients and internal teams to restore services within SLAs.

You will review tickets, provide second-line support, and participate in project work. You will assist with automation initiatives, coaching L1 teams and handling escalations as needed.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing.
• At least one technical certification in the mentioned technologies.
• Strong planning skills with the ability to anticipate and adapt to changing circumstances.
• Ability to communicate and work effectively across different cultures.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.

Responsibilities

• Provide second-line support for incidents and requests of medium complexity.
• Review client requests and tickets, resolve issues efficiently and effectively.
• Monitor work queues, update tickets, log actions and escalate when needed to CoE.
• Collaborate with automation teams to optimize tasks and coach L1 teams.
• Establish monitoring for client infrastructure and manage initial escalations.
• Contribute to change management, log change requests and audit tickets for quality.
• Support disaster recovery tasks as required.

Education

Bachelors in IT/Computing

Tools

Pulse Secure SSL VPN

Palo Alto

Fortinet

Cisco Nexus

Ticketing tools

Job description

Job Description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).

Your day will revolve around reviewing client requests and tickets, applying your technical expertise to resolve them efficiently and effectively. You'll be the go-to person for second-line support, handling incidents and requests of medium complexity. In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.

You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken. Identifying, analyzing, and logging issues before they escalated will be a key part of your role. You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.

As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift. When needed, you'll elevate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams. Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.

You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues. Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality. Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts. You might also support disaster recovery functions and other related tasks as needed.

To thrive in this role, you need to have:

• Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
• At least one technical certification in the above-mentioned technologies.
• Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.
• A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proudly an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.